Chartway’s Bet on Branches, Bilingualism, Business Banking, and Tech

From rebranding to AI-assisted underwriting and member experience, Central One is redefining what it means to be a “wicked local” credit union. In this episode, Devon Lyon, President and CEO, shares how the Massachusetts-based credit union approaches lending and how they’re embracing data-driven accountability.Key takeaways:00:37 – Central One’s rebrand, revamped website, and renewed mission while navigating a highly competitive Massachusetts market.02:27 – How a new AI-assisted underwriting system will helping thin- and no-credit borrowers access credit-building products.05:03 – How education lending works as a gateway to lifelong member relationships.07:30 – Why more credit unions don’t offer private education loans, and how advocacy for regulation changes could help make the juice worth the squeeze.09:05 – Devon makes the case for direct lending.11:14 – How variable-rate mortgages work for Central One’s balance sheet.12:46 – Beyond good times, how the member solutions team supports members before they enter a financial crisis.14:20 – Managing deposit gathering and funding strategy through volatility—lessons learned from 2021’s rate environment.16:15 – “Data isn’t about dashboards—it’s about accountability.” Devon shares his journey to data-driven strategy and how Central One is embedding insights across every department.19:25 – First stop for AI? Underwriting. Devon explains how AI can lead to immediate member impact.20:26 – What’s ahead in 2026? Data visualization.Resources Mentioned:Central One Federal Credit Union: https://www.centralfcu.com/LendKey: https://www.lendkey.com/CU Broadcast: https://www.cubroadcast.com/CULytics: https://culytics.com/Thrive: https://www.anneleggthrive.com/Thanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.#CreditUnions #Fintech #22MinutesInLending

If your member experience is broken, you’re already losing. As fintechs outpace traditional lenders, CEO Omar Jordan of Coviance believes credit unions have a choice: retreat or run toward the fire. In this episode, he shares how Coviance is helping credit unions shift their mindset, embrace their role in the financial intelligence business, and deliver experiences members can’t help but talk about. It's a call to lead with strategy, and to evolve before irrelevance sets in.Key takeaways:00:38 – Omar Jordan shares the origin story of Coviance, starting with the run he took towards the fire during Great Recession.02:30 – Growth isn’t just about rates or products—it’s about the experience. Omar explains why delivering a fintech-like journey fuels organic growth: today’s members talk.03:49 – A blunt truth: If your member experience is broken, you're irrelevant. Operational efficiencies aren’t optional anymore, they’re required if you want to stay relevant.05:42 – Don’t tell credit unions what to do—ask them what they want to accomplish. Plus, how Coviance measures success. (It’s more than just speed.)08:06 – Are they a fintech? A tech firm? Tech-enabled services provider? Omar breaks down where Coviance fits and how their approach sets them apart.09:18 – With home equity demand rising, fintechs are winning on flexibility and UX. Omar challenges credit unions to shift their mindset from being in the business of managing risk to being in the financial intelligence business.12:26 – Stablecoin isn’t just a buzzword—Omar explains its potential to reshape how funds are disbursed quickly and securely.13:52 – From debit cards for HELOCs to new payment options, Omar spotlights some promising innovation in the HELOC space.16:23 – Everyone’s talking about AI, but few are using it as a strategic multiplier.  Omar shares how AI should be used for decision making, not just automation.18:34 – What’s next for Coviance? More innovation, deeper service, and keeping credit unions competitive in a crowded lending space.20:03 – The most underestimated trend right now? The sheer volume of fintech lending happening outside traditional institutions—and what it means for credit unions’ relevance.Resources Mentioned:Coviance: https://www.coviance.com/Thanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.#CreditUnions #Fintech #22MinutesInLending

Rob Keatts, EVP and Chief Strategy Officer at Chartway Credit Union, joins us to talk about the bold moves Chartway is making—from investing $25 million in branch infrastructure to earning the Juntos Avanzamos designation to better serve Hispanic communities. With a strategy shaped by both data and values, Rob explains how Chartway is using technology, partnerships, and community insight to stay mission-driven and member-focused.Key takeaways:01:01 – How Chartway approaches its supportive role of smaller credit unions in a unique way, including M&A and fostering collaboration and knowledge-sharing—especially when small shops have big ideas worth spreading.02:37 – Why Chartway is investing $25 million in branch infrastructure, and how branches are evolving as centers for education, advice, and connection.05:42 – The strategic role of branches in Chartway’s deposit efforts and why physical presence still matters in a digital world.06:58 – Chartway’s intentional focus on serving Hispanic members and how data led them to partner with Coopera and Inclusiv.10:01 – What it took to earn the Juntos Avanzamos designation: from bilingual staff to cultural fluency, and how Chartway measures success.13:22 – Launching business banking in 2024 to meet growing demand—especially from Hispanic entrepreneurs—and how a digital platform is part of the plan.15:08 – Rob’s tech-to-strategy journey, and why Chartway is betting on fintech partnerships to close the innovation gap with big banks.18:31 – Rethinking credit decisioning with AI: Chartway’s new model aims to say “yes” more often, while guarding against bias.20:19 – Navigating delinquency trends: Rob shares the latest data and where things are starting to stabilize.21:41 – Why now is the moment for credit unions to double down on their mission—and how Chartway is staying anchored to its purpose.Resources Mentioned:Chartway Credit Union: https://www.chartway.com/Coopera Consulting: https://www.cooperaconsulting.com/Inclusiv: https://inclusiv.org/Thanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.#CreditUnions #Fintech #22MinutesInLending

Whether it’s cybersecurity, liquidity, or finding the right fintech fit, credit unions are navigating a complex landscape with limited resources. Steve Willis explains how LEVERAGE connects nearly 900 credit unions with tailored solutions that don’t just plug holes—they drive meaningful, measurable progress.Key takeaways:00:49: Steve explains the role LEVERAGE plays within the credit union system and how it supports growth, innovation, and even advocacy.03:00: How LEVERAGE identifies the right partners by tuning into credit union pain points and staying close to fintech and financial industry trends.04:57: The kind of support credit unions need in times of uncertainty—and how LEVERAGE helps deliver it.06:12: Finding the sweet spot between digital-forward innovation and the relationship-driven values credit unions are built on.07:50: Helping credit unions navigate a crowded marketplace of fintechs, vendors, and service providers to find what truly moves the needle.11:57: Why size doesn’t limit opportunity—and how smaller credit unions are getting tailored, hands-on support.13:07: The growing responsibility of boards to stay engaged in the rapidly evolving fintech landscape.14:29: Cybersecurity hasn’t fallen off their radar; credit unions just need guidance on effective yet affordable ways to protect themselves.17:46: Exploring liquidity challenges and the solutions LEVERAGE is surfacing to help credit unions adapt.19:03: How LEVERAGE is rolling up its sleeves for small credit unions—offering the right mix of modern tools and practical, proven approaches. Resources Mentioned: https://myleverage.com/ - LEVERAGEThanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.#CreditUnions #Fintech #22MinutesInLending

In part two of our conversation with Samantha Beeler, president of the League of Credit Unions and Affiliates, we debate taxation and advocacy efforts, discuss the complexities of finding, sourcing and integrating fintech, and unearth a bold vision for the credit union movement’s near and longterm future.Highlights:00.30: The unspoken truth about credit union taxation: That some credit union CEOs would be willing to trade the tax exemption for access to capital markets and simplified M&A regulations.03.57: Alternative tax options and opinions.07.12: How smaller credit unions need greater focus, support, and investment, as they serve their members and communities in unique ways.09.22: Questioning the myth that scale solves all problems, particularly relating to fintech.14.10: Hopes and thoughts on what the future for America’s Credit Unions could look like following Jim Nussle’s retirement announcement.17.57: Beeler’s vision for the future of the credit union system.Resources:www.the-league.coop The League of Credit Unions and AffiliatesThanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.#CreditUnions #Advocacy #DontTaxMyCreditUnion

Samantha Beeler, President of the League of Credit Unions and Affiliates, joins 22 Minutes in Lending for an unfiltered conversation about the pressures and possibilities facing credit unions today. From board governance to regulatory uncertainty, Samantha shares how credit unions can respond with clarity, collaboration, and confidence—and why “doing business as usual” might just be the greatest form of advocacy.Highlights:01:39: What drove the integration of Virginia into the League, the benefits and risks of multi-state leagues, and the economies of scale it offers for not only the league, but the credit unions it serves.05:09: Discussions around board strength, and director’s understanding as a concern, noting that many directors feel overwhelmed re. cybersecurity, AI, and broader tech trends.09:02: Recapping the recent NCUA upheaval and what credit unions should expect next in the regulatory environment.11:54: Whether it makes sense to simplify the regulatory framework and have a single regulator for all financial institutions, citing examples from other countries.18:49: Advice on how credit unions can navigate the current regulatory environment of rapid change and uncertainty. Resources:www.the-league.coop The League of Credit Unions and AffiliatesThanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.#CreditUnions #Advocacy #DontTaxMyCreditUnion

Millions of consumers are overpaying on their auto loans, yet few know refinancing is an option. In this episode, Nicholas Goraczkowski, president of iLending, lays out the opportunity for credit unions to boost loan portfolios, improve member financial health, and capture market share in a booming auto refinance space.Key takeaways:00.58: Nick explains the primary reasons consumers don't refinance auto loans—lack of awareness and fear based on negative mortgage refinance experiences.02.52: Insights on the $1.7 trillion auto loan market, and how borrowers seek refinance not just for interest savings, but primarily for payment flexibility.05.13: Why refinanced auto loans typically outperform indirect auto loans.06.25: Definition of "back-end" products (loan protection) and how shifting loan-to-value ratios impact approvals and risk management.09.24: Impact of Federal Reserve interest rate policies on refinance demand, and an overview of the strategic adjustments lenders are making for 2025.12.13: How credit unions can benefit from fintech partnerships to attract new member segments without cannibalizing existing business.14.21: Why efficient, accurate retitling processes are crucial to refinancing success and how iLending approaches this.17.22: Nick’s best practices on transparently selling optional loan protection products, ensuring full regulatory compliance.21.35: Key factors shaping the auto refinance market, including vehicle values, leasing trends, and the competitive landscape.Resources Mentioned:www.ilendingcarloanrefinancing.com iLendingThanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.#CreditUnions #Fintech #22MinutesInLending #AutoLoans

With relentless technological advances, generational shifts in employment trends, and upended perceptions of “community”, traditional deposit strategies may no longer work for credit unions. In this episode, we speak with Ron Shevlin of Cornerstone Advisors to explore how fintech has paved the way for credit union innovation. Key takeaways:00.55: A decade-long annual study skewed overly positive when conducted in December 2024, but uncertainty about the regulatory environment would likely see credit union leaders respond much more cautiously now, just a few months later.02.55: The biggest myth credit unions tell themselves is that people are their greatest assets–but credit unions live or die through their digital experiences.03.59: How direct deposit relationships may not be the sticky experience credit unions have traditionally thought–and how fintech have turned that theory on its head through smart market segmentation.07.02: Gen Z and Millennials are more savvy about investing than their older counterparts were at the same age, and fintech are capitalizing on that emerging market.09.36: Community banking isn’t dead, but the “community” now means something else; it’s no longer geographically based. Credit unions need to become smarter about how they cater to those niche markets.13.20: Credit unions have a head start on fintech to secure these markets, because they’re already a known entity with market traction.14.10: How credit unions could learn from SoFi’s success and elevate their product strategy.18.30: Digital experience is a credit union’s product.19.44: Should credit unions be investing directly in fintech, and should their members be concerned if the investments don’t deliver profit?22.12: Embedded finance isn’t just about fintech; large institutions like Walmart and Gerber have been using embedded finance to capture and retain market share for years.Resources Mentioned:www.robinhood.com Robin Hoodwww.chime.com Chimepanaceafinancial.com Panaceawww.hustlfinancial.com Vantage West’s Hustlwww.sofi.com SoFiwww.curql.com Curqlwww.trustage.com/ventures TruStage VenturesThanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.#CreditUnions #Fintech #Lending #GrowthStrategies

Join student lending expert Mark Kantrowitz as he unpacks the drastic Department of Education layoffs, how these changes will impact federal and private student loans—and how credit unions are primed to bridge the gap, and support millions of members through the chaos and confusion.Key takeaways:01.07: An overview of the Trump administration’s proposed cuts to the Department of Education, and the implications on student loan, debt, and forgiveness programs.04.39: Credit unions need to be informed and prepared to help student borrowers navigate any ensuing chaos–particularly if the ombudsman in charge of complaints is curtailed.05.46: The Budget Blueprint that passed the House involves cuts that exceed those already announced by the Trump administration, so more cuts should be anticipated.06.31: How states are not in a position to pick-up the slack and/or take over student lending, so private lenders like credit unions are vital.07.48: Privatizing or selling the trillion-dollar-plus Federal loan balance sheet is not an option, despite what the Trump administration claims.10.05: The implications of these cuts on credit union lending strategies, and how loan consolidation could be a way credit unions can support stressed and financially stretched students.16.21: Credit unions need to prepare for a lot of chaos and confusion–and ensure they’re informed and able to answer questions and provide solutions.Resources Mentioned:www.lendkey.com/lend/private-student-loans LendKey’s student lendingThanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.#CreditUnions #StudentLending #FinancialAid

Any credit union adding one million new members per year could be forgiven for resting on its laurels–not so for Navy Federal Credit Union. At the nation’s largest credit union, there’s always an opportunity to improve: to increase trust, deepen brand loyalty, and strengthen support for their members. In this episode, we talk with Chief Lending Officer, Aaron Aggerwal, about how relationship-building, financial education, and strategic fintech partnerships have shaped their growth.Timestamps:01:12 – Navy Federal’s explosive growth: 1M new members per year.5:10 – The power of word-of-mouth marketing in financial services.06:22 – Why trust is everything in lending.07:05 – The three pillars of trust in financial services: Choice, value, and simplicity. 10:12 – How Navy Federal educates members on major financial decisions.12:20 – The credit score simulator—helping members make smarter financial choices.15:02 – Fintech partnerships and how they fit into Navy Federal’s strategy. 17:41 – How multi-generational lending builds lifelong relationships.19:05 – The challenges in lending today: Auto loans, mortgage downturns, and balancing risk.21:49 – What’s ahead in 2025 lending trends: Technology, branch expansion, and community focus.24:49 – Final takeaway: Trust is the foundation of Navy Federal’s success.Resources Mentioned:MakingCents Hub: Navy Federal’s financial education platform offering resources to help members navigate key financial decisions.​Mission: Credit Confidence® Dashboard: A tool that allows members to monitor their credit score, view their credit report, and simulate changes to understand potential impacts.​Personal Finance Counseling: Navy Federal offers free personalized financial counseling to assist members with goal setting, budgeting, and overall financial management.Student Lending Services: In partnership with LendKey, Navy Federal provides online student lending options, including loan consolidation and private student loans.​USO Partnership: Navy Federal has committed $9 million to the USO to implement existing programming and establish new initiatives aimed at supporting the military community.​Thanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.#NavyFederal #CreditUnions #FinancialTrust #LendingInnovation #FinancialEducation